Troubleshooting

Start with what you see

Start with the section that matches what you see. Most Audely problems come from folder access, an iCloud file that is not downloaded, a missing transcription model, or an iCloud or purchase state that needs attention.

An episode or part is visible but will not play

1. Confirm that the audio file still exists.
2. If it lives in iCloud Drive, make sure it is downloaded on the current device.
3. Open the Library page in Settings and review the folder status.
4. If the folder moved or its permission was lost, restore access to that existing folder at its current location.
5. If access was already intact, scan the folder again.

A source folder is unavailable

Open the Library page in Settings and review the folder status. On iPhone or iPad, open that folder’s options and choose Choose Folder. On Mac, run Scan all folders and choose Choose Folder in the recovery alert. Select the original folder at its current location. Audely refreshes that folder’s access and scans it without creating a second entry. If access is already intact, scan again.

New files do not appear

Run a source scan from the Library page in Settings. Confirm that the files use a supported audio format, are fully available to the device, and are not still downloading from iCloud Drive.

For a mixed folder, also check whether its row says that files are waiting. Open the folder’s options to classify pending files or review files you previously chose not to import.

Deleted audio does not import again

Audely remembers library audio you deleted so a routine source scan does not immediately restore it. Open Folder information from the Library page in Settings and choose Reset excluded audio. Audely resets the exclusions and scans that folder immediately.

Reset only when you want deleted episodes or parts from that folder to become eligible for import again.

Imported details are incorrect

Open the podcast, episode, audiobook, or part actions and choose its settings. Correcting the available titles, descriptions, artwork, part numbers, playback speeds, and podcast preferences changes the Audely library without rewriting the audio file. Audiobook author, narrator, series, and publication information come from imported metadata. Mac bulk editing can correct supported episode and part fields across several selected items.

Podcast transcript generation will not start

• Confirm that the item is a podcast episode. Audiobook parts do not offer transcript generation.
• Confirm that Audely Pro is active. Starting generation and downloading the model require Pro.
• Confirm that a transcription model is downloaded.
• Check available device storage.
• Make sure the source audio is playable.
• Cancel a stuck generation before starting it again.
• On iPhone and iPad, start episodes individually. Audely processes one at a time while additional requests wait in Transcriptions.

If the model status shows an incomplete download, cancel or remove it, check available storage and network access, then download it again. Completed transcripts are not removed with the model.

Sync is not updating

1. Confirm that sync is enabled on both devices.
2. Check that both devices are signed into the intended iCloud account.
3. Review the sync status in Audely Settings.
4. Confirm network access and available iCloud storage.
5. Remember that source audio and folder access do not sync.

If the status says Account changed, confirm the current iCloud account in Sync settings. If it says Sync needs to be reset, follow the guidance shown there to delete the unusable synced state before enabling sync again. The local library stays on the device.

A cloud backup cannot be created

Check the signed-in iCloud account, network access, available iCloud storage, active Audely Pro access, and the status shown on the Backup page in Settings. A failed new backup leaves existing recovery points unchanged.

Restored items cannot play

A backup restores library information, not source audio or folder permissions. Link the appropriate source folder and run a source scan so Audely can match restored records to available files.

Audely Pro is not recognised

Open Audely Pro and wait for purchase checking to finish. Confirm that the device uses the Apple Account that made the purchase, check network access, then choose Restore purchases. If the subscription is active but still unavailable, contact support with the device, system version, and Audely version.

Reset library did not leave the app empty

When sync is enabled, resetting removes the local library and then allows the synced library to download again. Turn sync off first only if you intend to keep the device local after the reset. Source folders are device-specific and may need to be linked again.

Removing something did not delete the audio

That is expected. Audely’s library removal, folder removal, reset, sync-data deletion, and backup actions preserve source audio. Use the system file browser only when you intentionally want to delete the actual audio.

Still stuck?

Email [email protected] with:

• The device and system version
• What you expected to happen
• What appeared instead
• The complete Audely Settings status or error message

Do not send private source audio unless explicitly requested and you are comfortable sharing it.